Abstract [en]

This essay discusses student satisfaction and quality in higher education. Today there are a whole variety of educational options. All higher education competes to keep their students but also to recruit new ones. The purpose of this study was to investigate what creates dissatisfac- tion and satisfaction of students with their education/college and if student expectations are in line with their experiences, but also how expectations can be surpassed. The objective has been theories on customer satisfaction in service organizations, where the student is seen as a customer of a college or university. The survey was carried out at Gotland University and the method was two different questionnaire surveys. The findings that have emerged are that fac- tors that must be met and creates dissatisfaction if not met is; that the staff inspires confi- dence, have sufficient knowledge to answer questions, do what they promised on time, pro- vides information on program content, have the students best interest at heart, shows a sincere interest to help and that the student receives correct knowledge and that teachers' master their subject. The findings also show that there are differences between student expectations and experiences. All determinants that were included in the investigation have not reached the student's expectations. The implications are that students do not feel fully satisfied with the education / university. If students feel dissatisfaction a negative reputation by word of mouth may be spread. The University's image becomes affected, which can result in a reduced num- ber of students. To go beyond student's expectations universities may offer fitness, group rooms covering students' needs, visually appealing physical facilities, an electronic informa- tion board, a wide range of courses, personal assistance with studies, pedagogical teachers or staff that is never busy.